Agent Experience Manager

Compass Real Estate - Peninsula; Denver (CO); On-site; USD 54,000 - 60,000; Full time

Benefits offered by this job

Bonuses

Equity grants

Paid vacation

Medical benefits

Dental and vision

401(k)

FSAs

Commuter program

Life insurance

Disability insurance

Pet insurance

EAP

Fertility benefits

UrbanSitter

Job summary

Compass Real Estate - Peninsula in Denver, CO is seeking an Agent Experience Manager to be the first point of contact for our agents and act as their account manager from day one.

You will train users on Compass tools, assist with marketing requests, and partner with onboarding for new customers while driving adoption of technology and services. This role is based in-office in Denver.

Qualifications

• 2-3 years of experience in customer service, training, office management, hospitality, or operations.
• Previous experience in real estate is a plus.
• Experience with live or virtual training is a plus.

Responsibilities

• Manage a portfolio of high-touch customers as their day-to-day contact.
• Promote adoption of Compass technology and services with 1:1 support and group training.
• Provide marketing support by creating collateral and liaising with marketing specialists.
• Partner with Onboarding for welcoming new customers to Compass.
• Support expansion initiatives and cross-department collaboration.
• Mentor Agent Experience Coordinators and handle escalations.

Skills

Customer service

Training

Office management

Hospitality

Operations

Tools

Zendesk

Salesforce

Confluence

Job description

At Compass, our mission is to help everyone find their place in the world. Founded in 2012, we’re revolutionizing the real estate industry with our end-to-end platform that empowers residential real estate agents to deliver exceptional service to seller and buyer clients.

As an Agent Experience Manager, you are the first person our customers meet when they join Compass and will be their account manager from that day forward. You will support our customers with everything, including but not limited to understanding Compass, training on our tools and programs, assisting with marketing requests, and more. As an AEM, you are passionate about your customers and delivering a world-class experience.

Please note: this role is 100% in-office in our Denver (DTC), CO location -- Ulster St.

At Compass You Will

• Manage a portfolio of high-touch customers by serving as their day-to-day contact for questions and issues via phone calls, emails, and in-person meetings
• Promote the adoption of Compass technology and adjacent services by providing customers with 1:1 support, strategic recommendations, and group training sessions
• Provide essential marketing support by answering questions, creating collateral from templates including listing presentations and postcards, and being the liaison to marketing specialists for more complex support requests
• Partner with the Onboarding team on strategy and logistics for welcoming new customers to Compass
• Support ongoing projects such as new office openings, national initiatives, and new Expansion/M&A activity
• Work collaboratively with other team members and departments to champion questions and feedback on behalf of the agent
• Serve as a mentor to Agent Experience Coordinator(s) by being available for questions and managing escalations

What We're Looking For

• 2-3 years of experience in customer service, training, office management, hospitality, or operations
• Previous experience in real estate a plus
• Previous experience with live or virtual training a plus
• Previous experience working with enterprise technology (Zendesk, Salesforce, Confluence) a plus
• Passion for supporting and serving agents trying to grow their businesses
• The ability to establish credibility with key agent decision-makers and influencers
• Great listening skills, connects well with others, and is empathetic of the customer's pain points
• A passion for creating community within a space; you encourage in-office interaction, bonding, and engagement
• Strong problem-solving and analytical skills, allowing you to adapt and formulate solutions quickly
• Skilled communicator with great interpersonal skills, ability to build and manage relationships
• Meticulous attention to detail, highly organized
• Strong creative writing skills and eye for design
• Ability to work in the office during standard operating hours
• Ability to lift to 25 lbs

Compensation

The expected base pay for this position is $26.00-$29.00/hour. This range reflects our good-faith estimate of what we intend to offer for this role at the time of posting. Final offers within this range will depend on job-related factors such as experience, skills, and internal equity. Additional compensation elements, such as bonuses, commissions, or equity grants, may be available, along with a full benefits program. We remain committed to fair pay practices and compliance with all California transparency requirements.

Perks That You Need To Know About

Participation in our incentive programs (which may include eligible cash, equity, or commissions). Plus paid vacation, holidays, sick time, parental leave, and recharge leave; medical, tele-health, dental and vision benefits; 401(k) plan; flexible spending accounts (FSAs); commuter program; life and disability insurance; Maven (a support system for new parents); Carrot (fertility benefits); UrbanSitter (caregiver referral network); Employee Assistance Program; and pet insurance.

Do your best work, be your authentic self.

At Compass, we believe that everyone deserves to find their place in the world — a place where they feel like they belong, where they can be their authentic selves, where they can thrive. Our collaborative, energetic culture is grounded in our Compass Entrepreneurship Principles and our commitment to diversity, equity, inclusion, growth and mobility. As an equal opportunity employer, we offer competitive compensation packages, robust benefits and professional growth opportunities aimed at helping to improve our employees' lives and careers.

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